Complaints Procedure

IN-HOUSE COMPLAINTS PROCEDURE

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We have eight weeks to consider your complaint.  If we have not resolved it within this time you may refer your complaint to The Property Ombudsman.

What will happen next?

  • We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.

 

  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

 

  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

 

  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd

Milford House

43-45 Milford Street

Salisbury

Wiltshire

SP1 2BP

01722 333 306

www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

 

 


  • Stuarts Property Services
    Reviewed from Google

    4.9 out of 5 stars

    KT KThulu
    KT KThulu

    5 out of 5 stars

    posted 1 week ago

    Great company, after a nightmare with a previous letting agents they are a breath of fresh air. Great at keeping in touch through the entire process and have even sorted some repairs since we moved in. They communicate well with the landlord and everything went smoothly and quickly with the move. Very happy customer!

    sam sam
    sam sam

    5 out of 5 stars

    posted 1 week ago

    Couldn’t ask for a better service! Moving in process was quick and easy, all the staff are lovely and there have been no problems getting in contact with the office by phone. Will definitely recommend to family/friends

    Claudio Bondin
    Claudio Bondin

    5 out of 5 stars

    posted 4 weeks ago

    Excellent service from Stuarts Property Services in getting my rented flat sorted. I was able to move in, in less than a week! Impressive!